Jonathan Hemus, November 2012
News breaks on social media
News spreads and is amplified through social media
SmartBrief on Social Media, January 25, 2012
Most organisations do not have a plan to address this
The consequences can be very damaging
Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page
The consequences can be very damaging
NatWest endured a social media backlash when it failed to solve a technical problem OR communicate effectively with its customers
Preparing to protect your reputation in an online world
Develop, communicate and embed a social media policy
Re-consider your reputational risk assessment
Implement online media monitoring
Create a crisis communication hub
Develop a process, resources and skills to mount an online response
Develop an online presence beforehand
Identify key online influencers and build relationships
Develop, communicate and embed a social media policy
Develop, communicate and embed a social media policy
http://socialmediagovernance.com/policies.php#axzz1l9M4oKLf
Re-consider your reputational risk assessment
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LIKELIHOOD OF RISK
Re-consider your reputational risk assessment
Re-consider your reputational risk assessment
Re-consider your reputational risk assessment
Re-consider your reputational risk assessment
Re-consider your reputational risk assessment
Implement online media monitoring
Implement online media monitoring
Create an online crisis communication hub
Develop a process, resources and skills to mount an online response
US Airways Hudson River Crash
Be prepared!
Be prepared!
Be prepared!
Develop processes and resources to mount an online response
Develop processes and resources to mount an online response
Develop processes and resources to mount an online response
Develop skills to mount an online response – social media exercises
Social media exercises
A crisis begins to emerge via social media e.g. a video is posted showing product tampering
Social media exercises
Delegates see the situation escalating via online channels
Social media exercises
The story spreads to online media and blogs
Social media exercises
Develop an online presence beforehand
Identify key online influencers and build relationships
Engage online and other third party influencers
Preparing to protect your reputation in an online world
• Develop, communicate & embed a social media policy
• Re-consider your reputational risk assessment
• Implement online media monitoring
• Create a crisis communication hub
• Develop a process, resources and skills to mount an online response
• Develop an online presence beforehand
• Identify key online influencers and build relationships
Contact Details
Jonathan Hemus, Insignia Communications
Website: www.insigniacomms.com
Email: [email protected]
Twitter: @jhemusinsignia
Phone: +44 (0)786 832 9102
Download our white paper on social media crisis here: http://insigniacomms.com/resource/
Jonathan Hemus, November, 2012
